Can I return a product purchased online?
If you purchase as a Consumer Customer, you have the right to withdraw from the contract within 14 days of receiving the products, without having to state a reason, except for exclusions provided by law.
The right of withdrawal does not apply, for example, to personalized, custom-made, or custom-ordered products.
How do I request a return?
To request a return, send explicit communication to servizioclienti@petramar.store, indicating:
· name and surname;
· order number;
· product or products for which you are requesting a return;
· email or phone contact;
· any data necessary for the refund, if the refund cannot be made using the same payment method used for the purchase.
How soon do I need to send the product back?
After communicating the withdrawal, the Consumer Customer must return or deliver the products to Petramar without undue delay and in any case within 14 days from the date on which they communicated their decision to withdraw.
Who bears the return costs?
The direct costs of returning goods in case of withdrawal are borne by the Consumer Customer, unless otherwise specified in writing by Petramar.
The customer is responsible for the return shipment until the goods are delivered to Petramar and is required to use packaging suitable for protecting the products during transport.
When is the refund issued?
For Consumer Customers, in case of a valid exercise of the right of withdrawal, the refund will be issued according to the terms provided by applicable regulations and the General Terms and Conditions of Sale.
Petramar may wait for the returned goods to be received and verify their condition, integrity, and compliance with the return conditions, while respecting the mandatory terms provided by applicable regulations.
Petramar reserves the right to withhold any amounts corresponding to the decrease in value of the goods resulting from use or handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
For Professional Customers, in case of a B2B commercial return accepted by Petramar, the refund will be issued only after receipt of the returned goods and positive verification of the products' condition.
Are the initial shipping costs also refunded?
In case of a valid exercise of the right of withdrawal by the Consumer Customer, the refund will be made according to what is provided by applicable regulations and the General Terms and Conditions of Sale.
Any additional costs resulting from choosing a delivery method different and more expensive than the least expensive standard method offered by Petramar will not be refunded.
For Professional Customers, in case of a B2B commercial return accepted by Petramar, the cost of the original shipping incurred by Petramar may be withheld or deducted from the refund, even when shipping was indicated as free, included, or gifted for exceeding a minimum order threshold.
I purchased as a company, hotel, entity, or professional: can I make a return?
For professional customers, companies, entities, accommodation facilities, and subjects with a VAT number, the right of withdrawal provided for consumers does not apply.
Any return requests from Professional Customers may be evaluated by Petramar exclusively as a commercial courtesy, without recognition of any right of withdrawal.
Commercial B2B returns can only be evaluated for standard, undamaged, unused, complete, and perfectly resalable products, and must not be due to a defect, non-conformity of the product, or an error attributable to Petramar.
Any acceptance of the return must be confirmed in writing by Petramar.
Shipping costs for the return of goods will be borne by the Professional Customer, unless otherwise agreed in writing.
What happens if a B2B order benefited from free shipping?
If an order placed by a Professional Customer benefited from free, included, or gifted shipping due to exceeding a minimum purchase threshold, the benefit is conditional on the order remaining above the specified threshold.
In the event of a total or partial B2B commercial return, accepted by Petramar as a commercial courtesy, if the value of the products definitively retained by the customer falls below the threshold for free shipping, or in the case of a total return of the order, Petramar may withhold or deduct the cost of the original shipping incurred from the refund.
The deduction may also be applied when shipping was indicated during the order as free, included, or gifted.
Are handling fees or commissions withheld for B2B commercial returns?
Yes, only in cases of B2B commercial returns accepted by Petramar as a commercial courtesy, the amount eventually refunded may be reduced by the actually incurred and non-recoverable costs related to the order, management, shipping, and payment collection.
These costs include, for example, administrative order management costs, collection and/or transaction fees applied by payment systems, and the eventual cost of the original shipping incurred by Petramar, even when indicated as free, included, or gifted for exceeding a minimum order threshold.
This provision exclusively concerns B2B commercial returns and does not apply to cases of defective, non-conforming, or different products from what was ordered due to an error attributable to Petramar.
